SME Asset (Wallet)

Bitget Limited; Kuala Lumpur; On-site; MYR 56,000 - 100,000; Full time

Job summary

Bitget is seeking a Customer Support Specialist to join its global team in Kuala Lumpur. You will handle account inquiries, wallet issues, and blockchain transactions, delivering timely, professional assistance across time zones with a 24/7 shift schedule.

You must be fluent in English and Chinese, with proven customer service experience, and a solid understanding of crypto, Web3, and wallet technologies. The role emphasizes problem solving, data privacy, and collaboration to improve service

Qualifications

• Bilingual fluency in English and Chinese is required.
• Strong background in customer service with a track record of handling diverse inquiries.
• Familiarity with cryptocurrency, blockchain technology, and Web3 applications—especially decentralized wallets—is preferred.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to multitask and stay calm under pressure in a fast-paced environment.
• Collaborative team player with excellent interpersonal skills.
• Flexibility to work rotating shifts, including weekends and holidays.
• Awareness of data privacy and security best practices when handling sensitive customer information.

Responsibilities

• Provide timely and professional support to customers via email and other channels.
• Handle a broad range of inquiries including decentralized wallet issues, transaction statuses, platform navigation, and account management.
• Deliver high-quality support across time zones through a rotating 24/7 shift schedule.
• Escalate complex issues to relevant internal teams and follow up to ensure resolution.
• Document customer interactions and share insights to improve product and service quality.
• Stay informed on industry trends and product updates to provide accurate assistance.
• Communicate clearly and empathetically, maintaining a professional tone.
• Collaborate with colleagues to elevate service standards and implement process improvements.

Skills

Bilingual English/Chinese

Customer service

Crypto/Web3 knowledge

Troubleshooting

Multitasking

Team collaboration

Shift flexibility

Data privacy awareness

Communication skills

Job description

Bitget is the world's largest Universal Exchange (UEX), serving over 125 million users and offering access to over 2M crypto tokens, 100+ tokenized stocks, ETFs, commodities, FX, and precious metals such as gold. The ecosystem is committed to helping users trade smarter with its AI agent, which co-pilots trade execution.

Bitget is driving crypto adoption through strategic partnerships with LALIGA and MotoGP™. Aligned with its global impact strategy, Bitget has joined hands with UNICEF to support blockchain education for 1.1 million people by 2027. Bitget currently leads in the tokenized TradFi market, providing the industry's lowest fees and highest liquidity across 150 regions worldwide.

What you'll do

• We are looking for a Customer Support Specialist with a background in customer service and knowledge of
• Web3 field, particularly decentralized wallets. You will be an essential part of our global support team,
• assisting users with account inquiries, blockchain transactions, and wallet-related issues.
• Key Responsibilities
• Provide timely and professional support to customers via email and other communication channels.
• Handle a broad range of inquiries, including decentralized wallet issues, transaction statuses, platform
• navigation, and account management.
• Deliver high-quality support across time zones through a rotating 24/7 shift schedule.
• Demonstrate a solid understanding of our products, especially Web3 and wallet functionalities, to assist
• Escalate complex issues to relevant internal teams and follow up to ensure resolution.
• Document customer interactions, identifying trends and sharing insights to improve product and service
• Stay informed on industry trends, company policies, and feature updates to provide accurate assistance.
• Communicate clearly and empathetically, maintaining a professional tone in all interactions.
• Share best practices and collaborate with colleagues to continuously elevate service standards.
• Recommend and help implement process improvements to enhance the customer experience.

What you'll need

• Bilingual fluency in Chinese and English (written and spoken) is required.
• Strong background in customer service, with a proven track record of handling diverse customer concerns.
• Familiarity with cryptocurrency, blockchain technology, and Web3 applications—especially decentralized
• wallets—is preferred.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to multitask and remain calm under pressure in a fast-paced environment.
• Collaborative team player with excellent interpersonal skills.
• Flexibility to work rotational shifts, including weekends and holidays.
• Awareness of data privacy and security best practices in handling sensitive customer information.
• Bitget is the world's leading web 3 platform for copy trading and one of the world's largest and most respected exchanges
• We are a global company with staff members from over 50 different countries and regions
• We are growing and looking for world-class ambitious talents to help us continue this journey
• We have a streamlined structure that empowers employees to work efficiently, delivering the best results in a short timeframe
• We offer competitive salaries and benefits
• Blockchain technology and digital assets have the potential to change finance in a way no other technology can - be part of it!

If you are ambitious and believe that digital assets could be the next financial and technological revolution, for more information regarding candidates' personal data processing, please refer to Bitget Candidate Privacy Notice.